Shipping policy

Kyrolabs Shipping & Order Policy

Last updated: May 2025


1. Cancellation Policy

We want to ensure you're completely satisfied with your order. You can edit or cancel your order within the first 12 hours after placing it. Unfortunately, we're unable to accommodate cancellation requests beyond this timeframe. This policy allows us to begin processing your order promptly, ensuring we can get your Kyrolabs products to you as quickly as possible.


2. Shipping Method

Your items will be shipped after 2 business days of order processing. We'll select the most appropriate delivery method based on your shipping address to ensure safe and efficient delivery. While we cannot accommodate requests for specific carriers, we work with trusted partners to get your order to you reliably.


3. Shipping Options

Free Standard Shipping

Typically arrives within 7–12 business days from the shipment date. Delivery times may vary depending on your location.

Express Insured Shipping

Generally arrives within 2–7 business days from the shipment date. Your package is fully insured against loss during transit and will be replaced or refunded if lost. Delivery times may vary based on your location.


4. Delivery and Responsibility

Once your order is marked as delivered by the carrier, responsibility transfers to you, the customer. We're unable to assume liability for packages that are lost or stolen after successful delivery confirmation.


5. Exception Packages

An exception package is a shipment that has encountered an unexpected issue during transit — such as being refused, returned to sender, or flagged with an exception status by the carrier. If your tracking shows an exception, please note the following:

  • Exception statuses may include: address issues, delivery attempt failures, refused delivery, or carrier-side processing delays.

  • We will make reasonable efforts to notify you if we receive exception alerts from our carrier partners.

  • If an exception results in the package being returned to our facility, we will contact you within 3–5 business days to arrange re-shipment (additional shipping fees may apply) or issue a refund.

  • Exception packages caused by incorrect shipping information provided at checkout are the responsibility of the customer.

Note: If you notice an exception status on your tracking, please contact us immediately at mail@kyrolabs.co so we can assist in resolving the issue as quickly as possible.


6. Lost in Transit

A package is considered lost in transit if it has not been delivered and there has been no tracking update for:

  • 10 or more business days (Standard Shipping)

  • 5 or more business days (Express Insured Shipping)

How to File a Lost-in-Transit Claim

  1. Check your tracking link for the latest carrier update.

  2. Contact our team at mail@kyrolabs.co with your order number and a description of the issue.

  3. Our team will open a trace/investigation with the carrier on your behalf.

  4. Resolution (replacement or refund) will be processed within 5–10 business days of the claim being confirmed.


Important: Packages shipped with Express Insured Shipping are fully covered for loss in transit. Standard Shipping packages are handled on a case-by-case basis. We strongly recommend choosing Express Insured Shipping for high-value orders.


7. Held by Customs

International orders may occasionally be held by your country’s customs authority for inspection or documentation review. Please be aware of the following:

  • Customs holds are outside of Kyrolabs’ control and can add several business days — or in some cases, weeks — to your delivery timeline.

  • You may be contacted directly by your local customs office to provide additional documentation or pay applicable duties and taxes.

  • Failure to respond to customs requests or pay required fees may result in the package being returned or abandoned.

  • If your package is returned to us due to a customs hold, we will contact you to arrange re-shipment (additional shipping fees may apply) or process a refund, excluding original shipping costs.

  • Import duties, taxes, and customs charges are not included in your item price or shipping cost — these are set by your local government and are the buyer’s responsibility.


Tip: We recommend checking with your country’s customs authority before placing your order to understand any potential fees or documentation requirements that may apply to your purchase.


8. Factors Beyond Our Control

While we strive to ensure timely delivery of every order, certain circumstances are beyond our control. We cannot be held liable for delays or issues caused by:

  • Extreme weather conditions or natural disasters

  • Shipping carrier strikes or operational disruptions

  • Government-imposed restrictions or trade regulations

  • Other unforeseen force majeure events

We are committed to working with our shipping partners to minimize any impact and will keep you informed if such situations affect your order.


9. Tracking Your Order

Staying updated on your order is easy! You can track your shipment by:

  • Checking your most recent order confirmation email, which includes your tracking number.
  • Contacting our team at mail@kyrolabs.co if you need assistance locating your tracking information.

Questions? Our Customer Care team is here to help. Reach out to us at mail@kyrolabs.co anytime.